@misc{BirkJoasRinnertetal.2016, author = {Florian Birk and Amani Joas and David Rinnert and John Schilling}, title = {Framing Service Quality : A Comprehensive Indicator for Measuring Service Quality in Public Administration : Case Study ofB{\"u}rger{\"a}mter in Berlin}, series = {Hertie School Student Paper Series}, number = {02/2012}, type = {studythesis}, pages = {48}, year = {2016}, }